Really Annoyed with MS Call This Morning

[DiznEeyore]

OK, maybe it's too early and I admit I haven't had any caffeine, but I just spoke with the most annoying MS rep. (A little background: I called yesterday to set up the first several days of our Oct'06 anniversary trip and decided to call today and tomorrow to add the last two so there's no chance of missing a day in between. It would make our anniversary sort of un-magical if we had to move for the last two days!)

At any rate, I noticed it was 9 a.m. so I called in. Got an extremely perky rep who started out very pleasant. She pulled up my existing reservation and I told her I wanted to add a night. The next thing she says (really sarcastically) is, "May I ask WHY you're calling day by day to add on to this reservation?"

I said (very patiently, I have to say!), "First of all, I'm *not* calling day by day -- the earlier days were done all at once. Secondly, I want to make sure we have the accommodations we want."

Her: "Well, this is JUST a studio at Villas at Wilderness Lodge, you know." (She pauses and waits for me to say something.)

Me: Silence

Her: "I mean, I could see if it was a grand villa or something. Or if it was the Beach Club Villas. Or the Boardwalk Villas." (Pause)

Me: More silence

Her: "But it's the Villas at Wilderness Lodge." (Pause)

Me: Still nothing

Her: "This must be such a very exciting trip for you to get up EVERY morning and call in at 9 a.m. to add on for your studio at 11 months."

Me: "Look, I simply want to make sure we have the accommodations we want. I only need one more night, so I will only bother Member Services one more time to add onto the reservation."

Her: "Oh, it's no bother! I'm HAPPY to do it!"

My only gratification is that my call was selected for the member satisfaction survey. I definitely gave my HONEST opinion as to my satisfaction with my call.

 

[BCV23]

Now, now go get yourself a nice cup of coffee or tea and just rejoice that your trip is coming together.

It sounds as if she was pleasant and just trying to let you know that it isn't necessary to book day by day. Maybe that info will save you time in the future.

 

[DiznEeyore]

Now, now go get yourself a nice cup of coffee or tea and just rejoice that your trip is coming together.

It sounds as if she was pleasant and just trying to let you know that it isn't necessary to book day by day. Maybe that info will save you time in the future.

Thanks. I guess the thing is, she really was sarcastic and yes, I may not *have* to book day by day, but I certainly have a right to. It wasn't "info" I *needed* -- I understand the ins and outs of my membership, you know?

The other thing I'm thinking is that if they keep adding members as quickly as they have been, MS better prepare themselves for more people making day by day reservations.

 

[BCV23]

But with all the new members it still won't affect the 11th month booking window you enjoy at VWL, right?

But your post encouraged me to think about nailing down our trip next October. Have to decide on the week depending on college football schedules.

 

[Chuck S]

But you are calling well within your resorts exclusive booking window, and the MS agent was probably right, it is not necessary to book a studo at VWL day by day right now...there obviously was plenty of availablity. The CM you spoke with when you made the first part of your ressie should have let you know what availability looked like for your room. I book within my 11 month window and I never book day by day, although I don't travel Christmas/New Year week or Easter week.

Relax, have some coffee, let it go.

 

[goofy4tink]

Sorry you got such a 'not nice' rep. I also am planning out my Oct '06 trip. Called last week to make the first two nights, but had to wait until yesterday to make the last three nights since it was Thanksgiving and they were closed for four days. But, when I called last week and told them I was booking day by day, the rep just chuckled and said they would look forward to hearing from me on Monday. Since I am getting a two bedroom, Boardwalk view villa, I really wanted to be sure all the days were booked. They never even asked me what I needed, just the dates to be added. Wonder if that rep had had her coffee yet?!!! No matter what the situation is, there is no reason for the MS reps to question us as to the whys of our bookings. Sure, offer constructive critisim but you can be nice about it....like...."You know, just for future referance, you really don't need to worry about booking day by day for VWL...you would be fine booking on your departure date." or something like that.....even if you weren't booking day by day.
Have fun in Oct...we'll be there too...celebrating two dd's 13th b-days!!!

 

[gppnj]

Just Wilderness Lodge?

"How dare she?!" said the shocked VWL owner.

She was probably looking in the system and saw that the resort was wide open in terms of availability and that calling day by day was completely unnecessary. However, as a member, you have no way of knowing whether the resort is completely empty or if there is only one room left, so she shouldn't fault you for erring on the side of caution.

 

[Blue&Gold]

As I read the transcript, the OPs concern is that the CM was subtly denigrating VWL compared to the "more desireable" BCV or BWV... So I understand her annoyance.

 

[Rozzie]

Isn't VWL one of the smallest resorts? Isn't Oct, one of the busiest DVC months? Isn't DVC membership getting bigger and bigger? Sorry, but I would have also found the MS rep low in the friendly service department. All she had to say was next time you may not need to book day to day.

 

[Scratch42]

Sounds like the one Rep I had when she commented that I had just added on why would I want to add on again?

I just chalk it up to jealousy!LOL

Luckily I was in a good mood and let her comment slide!

They are allowed bad days too!

janet

 

[manning]

I like the silence routine. Drives them crazy!! I do that every time someone wants to pick an argument with me. When they get frustrated I calmly inform them that one sided arguments are the most frustrating kind and walk away.

 

[crisi]

Isn't VWL one of the smallest resorts? Isn't Oct, one of the busiest DVC months? Isn't DVC membership getting bigger and bigger? Sorry, but I would have also found the MS rep low in the friendly service department. All she had to say was next time you may not need to book day to day.

Yes. Yes, but more for BWV/BCV than for VWL (which has its busiest months about a month later). Yes, but irrevelant because the VWL membership is not getting any bigger and she is calling at her 11 month window.

 

[Patty3]

Some people, I feel for you and would not have been happy either.

 

[Rozzie]

Yes. Yes, but more for BWV/BCV than for VWL (which has its busiest months about a month later). Yes, but irrevelant because the VWL membership is not getting any bigger and she is calling at her 11 month window.

good point, the 11 month window makes a lot of difference.

 

[pmcpmc]

are up until now the busy times for vwl.

 

[DiznEeyore]

good point, the 11 month window makes a lot of difference.

My point is (and this may only be my logic) that the more members there are, the more important the priority window becomes and more people may start taking advantage of it. Thus, there would be more day by day booking as a result.

In any case, I don't know why it would matter to an MS rep if I made 4 or 5 days at one time and then called twice more to add a day. If anything, that call would be shorter than the others they'd have to take that day.

And Blue&Gold is right too -- I thought her comments were a little on the snide side about the VWL. She's entitled to her opinion of course ... at least I'll never run into here there!

 

[Rozzie]

My point is (and this may only be my logic) that the more members there are, the more important the priority window becomes and more people may start taking advantage of it. Thus, there would be more day by day booking as a result.

In any case, I don't know why it would matter to an MS rep if I made 4 or 5 days at one time and then called twice more to add a day. If anything, that call would be shorter than the others they'd have to take that day.

I know, it shouldn't matter to the MS rep, evidently she wanted to be a smart alleck. I would have been put off also. Have a great Oct. trip, Oct. is my favorite time to go!!

 

[canwegosoon]

I'm glad you got what you wanted(it's important to you), and she should be glad you are calling so she still has a job. I thought you handled it very nicely. I would probably lost it at Just....

 

[InstImpres]

Just
She was probably looking in the system and saw that the resort was wide open in terms of availability and that calling day by day was completely unnecessary. However, as a member, you have no way of knowing whether the resort is completely empty or if there is only one room left, so she shouldn't fault you for erring on the side of caution.

I believe after the 1st of the year, we will have on-line viewing access to cut down on calls to MS.
Wait, I can't find the smiley of me holding my breath

 

[crisi]

My point is (and this may only be my logic) that the more members there are, the more important the priority window becomes and more people may start taking advantage of it. Thus, there would be more day by day booking as a result.

In any case, I don't know why it would matter to an MS rep if I made 4 or 5 days at one time and then called twice more to add a day. If anything, that call would be shorter than the others they'd have to take that day.

And Blue&Gold is right too -- I thought her comments were a little on the snide side about the VWL. She's entitled to her opinion of course ... at least I'll never run into here there!

Your logic. The "eleven month window" lasts four months. If there are 30,000 VWL members that can call when there eleven month window opens on November 1, there are still only 30,000 people that can book it on January 17th. More members doesn't make the eleven month point any more or less important - it does the four month advantage more important if you want to stay at your home resort and it is one of the smaller ones. Granted, earlier is always better - even at your home resort its possible for studios (the most popular room type) to get booked up before the seven month window opens - even if you aren't talking about the BWV standard view room. But day by day for mid-October is probably unnecessary.

As to why an MS rep would care - perhaps hold times have been long and she is sick of listening to people gripe. I'd think she'd be happy to have people call day by day, more demand means its less likely she'll get laid off, but its probable that like many corporate employees, they are feeling pressured to get more done with the same number of people - its even possible that they've been told to discourage people from calling day by day in an effort to control costs. Dues just went out, so its quite possible she's been hearing complaints about how expensive the system is to run and understands that the more certain pieces are used by members (like member services) the more those will cost. Or, and I think this is most likely, she may have misarticulated a helpful thought "gee, you know, availability is wide open for studios at VWL in October, you really don't need to bother to call day by day." When she realized how she was sounding, she just dug deeper instead of backing out. I know there have been occations where I've wanted to be helpful and nice and what has come out of my mouth hasn't really sounded like I wanted it too.